Job Title: Commercial & Relationship Manager

City: Mississauga

State/Province: Ontario

Posting Start Date: 9/9/26

Job Description:

Job Description

Role Purpose

The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective leadership and supervision of daily operations and personnel, strategy planning, contract compliance, resource optimization and capability development for an account.

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Do

• Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms
• Strategy Planning with Senior Stakeholders & Clients
  
  • Collaborate with leaders to provide strategic and operational plans associated with the account
  • Plan the strategy for the coming years by identifying new geographies for alternate revenue streams
  • Collaborate with clients and identify countries that need to be mapped to bring revenues for the same product
  • Part of internal WIPRO leadership planning meeting to discuss revenue numbers for the account
  • Report to global delivery account head on status of the account
  • Ensure a deep enough understanding of clients’ individual experiences to head off potential issues before they become problems
• Contract compliance & adherence
  
  • Ensure all SLA parameters are met in the account and maintain a green card at all times
  • Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited
  • Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines

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• Delivery governance in the account
  • Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project
  • Ensure a green card for all accounts in terms of performance and quality
  • Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags
  • Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders
  • Lead and manage project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage
  • Ensure regular invoicing as per the contract terms and condition
  • Forecast and track key account metrics

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• Invoicing
  • Timely submission of invoices to the client as defined in the SOW
  • Provide information required and resolve any invoicing issues raised by the client
• Work with internal teams by supporting activities such as RFP response, doing use capability demonstrations, and participating in the customer calls to sell solutions
• Identify opportunities for quick wins through automation and related initiatives in the account (wherever applicable)
• Collect and analyze statistics (costs, customer service metrics etc.)
• Assume responsibility of budgeting and tracking expenses

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• Ensure outstanding performance against key metrics mentioned in the agreement
  
  • Regular cadence around contract compliance
    • Evaluate performance with key metrics (accuracy, customer service metrics etc.)
    • Set direction for the team, track progress against targets through regular cadence calls and course correct as required
    • Drive the focus of the team on quality and adherence to contract compliance processes
    • Drive and implement structured cadence around quality, both process and transactional
    • Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed
    • Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc.
  • Resource Allocation & Retention
    • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
    • Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery
    • Optimize manpower and minimize leakages by working closely with delivery head
    • Ensure retention by offering relevant trainings and certifications of all allocated resources
    • Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team
    • Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects

ROLE OVERVIEW

The Commercial & Relationship Manager is the commercial integrator and trusted relationship lead for the account. The role connects client priorities with Wipro delivery, finance, legal, procurement and partner teams, while owning the account's commercial and contractual health. The incumbent builds credibility across leadership, the Vendor Management Office (VMO), operational stakeholders and strategic suppliers; anticipates concerns; resolves disputes; and converts complex contractual and financial matters into clear decisions, actions and measurable value.

KEY RESPONSIBILITIES
• Client Relationship & Executive Stakeholder Management - Build and sustain trusted relationships with customer VMO, leadership, IT and operational stakeholders. Establish regular governance, understand stakeholder priorities, communicate transparently, manage expectations, and act as an effective bridge between the customer and Wipro leadership.

Contractual Understanding & Management - Interpret and govern master agreements, SOWs, schedules, SLAs, pricing mechanisms, obligations and liabilities. Maintain a clear obligations register, protect contractual positions, and ensure decisions are supported by accurate records and audit trails.
• Change Orders, Disputes & Negotiations - Lead commercial discussions on amendments, change requests, renewals, claims and ageing disputes. Build fact-based positions, align internal stakeholders, negotiate balanced outcomes, document decisions and drive actions to closure.
• Vendor & Partner Relationship Management - Manage the vendor lifecycle across strategic and tactical suppliers, including sourcing support, onboarding, contractual governance, performance reviews, SLA/KPI monitoring, renewals, escalations and third-party risk. Balance service continuity, cost, risk and client commitments.
• Airline & Ecosystem Stakeholder Coordination - Support commercial and billing relationships across the airport ecosystem, including airline stakeholders where applicable. Coordinate issue resolution, clarify responsibilities and maintain dependable communication across multiple parties.
• Cross-functional Leadership - Partner with delivery, finance, legal, procurement, security, project teams and offshore operations. Create shared ownership of commitments, remove decision bottlenecks, mentor team members and ensure timely, high-quality execution.
• Governance, Reporting & Executive Communication - Lead or support monthly and quarterly governance, contract performance reviews and executive updates. Present concise, decision-ready views of financials, risks, disputes, vendor matters, actions and emerging priorities.
• Commercial Governance & Value Realization - Own commercial performance across the account, including budgeting, forecasting, P&L governance, cost control, rate-card validation, invoicing, true-ups and benefit tracking. Translate data into clear insights and recommendations for client and account leadership.
• Compliance, Controls & Audit Readiness - Ensure engagements meet contractual, regulatory, security and internal control requirements. Maintain complete documentation, approval evidence and an audit-ready commercial and contract repository.

SUCCESS MEASURES
• Trusted stakeholder relationships, clear governance and timely escalation of material issues.
• Commercial outcomes delivered without compromising contractual compliance, service continuity or long-term account relationships.
• Accurate forecasts, billing, reporting and contract records with strong control discipline.
• Renewals, changes, disputes and vendor actions progressed within agreed timelines.
• Clear ownership across cross-functional teams and improved stakeholder confidence in Wipro's responsiveness and advice.

CORE COMPETENCIES

Relationship Leadership Executive presence, trust building, stakeholder mapping, influencing, expectation management and conflict resolution. Commercial & Financial Acumen P&L, budgeting, forecasting, billing, cost control, pricing, rate cards and value realization. Contract & Risk Management MSAs, SOWs, schedules, SLAs, obligations, liabilities, change control, negotiation and audit readiness.

Vendor & Ecosystem Governance

Supplier lifecycle, sourcing, renewals,

performance, escalations and third-party risk

management. Strategic Communication Concise executive reporting, fact-based storytelling, negotiation and decision facilitation. Leadership & Execution Cross-functional alignment, team mentoring, prioritization, ownership and disciplined follow-through.

QUALIFICATIONS & EXPERIENCE
• Chartered Accountant (CA) or CPA, or MBA in Finance from a reputed institution.
• Significant experience in client relationship management, commercial/contract governance, financial management, vendor management or VMO functions within a large, multi-year IT services or outsourcing environment.
• Demonstrated ability to manage senior client relationships, complex negotiations, disputes and cross-functional decision-making.
• Strong understanding of IT services commercials, procurement, supplier contracts, SLAs, change control, billing and financial governance.
• Strong executive communication, analytical judgement, influencing and team leadership skills.
• Experience in a complex, regulated, airport, transportation or multi-stakeholder operating environment is an advantage

Mandatory Skills: Project Management.

Experience: >10 YEARS.

The expected compensation for this role ranges from CAD 110000 to CAD 160000 .